CASA House values feedback from people who access our services and aims to offer a service informed by the lived experience of victim survivors.
There are several pathways for providing feedback about CASA House or making a complaint.
CASA House uses surveys to ask people about their experience with our service. You will be sent a link to an online survey after you complete your individual counselling appointments. If you prefer a paper version, you can let us know.
If you did not receive a survey after accessing our service and would like to complete one, please call our intake line on 03 9635 3610.
You can discuss feedback in person or via phone with your counsellor advocate. You can also email casa@thewomens.org.au
If you want to make a complaint, you can ask to speak to a senior staff member by calling any of our phone lines or sending us an email: casa@thewomens.org.au
CASA House is a department of the Royal Women’s Hospital. The hospital consumer liaison is available to discuss feedback, concerns or complaints about your experience in the hospital. They can also advocate for your support needs to be met while you are receiving care at the hospital.
Contact the Women's consumer liaison:
The Victims of Crime Commissioner helps people in Victoria who have been a victim of a crime. This includes people who have experienced sexual assault.The Commissioner makes sure that services like CASA House and Victoria Police follow the rules to treat victims properly.
You can complain to the Commissioner if you feel that CASA House or another service for victims of crime did not:
To find out more, visit the Commissioner's website.
CASA House acknowledges the Traditional Custodians of the land on which we work, the Wurundjeri and Boonwurrung peoples of the Kulin Nation. We recognise their continuing connection to, and care for, land and waters. We acknowledge this land was stolen, and that sovereignty was never ceded. We pay our respect to Elders, past and present.